See how the landscape of customer experience is being altered forever, as touchpoints continue to drive shifts in distribution, feedback and marketing channel control. In this whitepaper, you'll learn how making your touchpoints stronger, faster and smarter today will mean increased profits and stronger market positions tomorrow. (Plus 7 specific steps any company can take to improve customer experience today.)

Companies have long emphasized touchpoints - the many critical moments when customers interact with the organization and its offerings on their way to purchase and after. But the narrow focus on maximizing satisfaction at those moments can create a distorted picture, suggesting that customers are happier with the company than they actually are. It also diverts attention from the bigger - and more important - picture: the customer's end-to-end journey. Download this white paper to learn more about customer experience.

Customer insights professionals face the challenging task of delivering contextually relevant experiences across the customer life cycle. They need to work with their business technology counterparts to integrate enterprise marketing technologies that manage customer data, provide real-time analytics and insights, and automate cross-channel interactions. Here is where Real-Time Interaction Management (RTIM) is critical, according to The Forrester Wave™: Real-Time Interaction Management, Q3 2015 report, which identified the 11 most significant technology providers in this space across 35 criteria. Forrester defines RTIM as “Enterprise marketing technology that delivers contextually relevant experiences, value, and utility at the appropriate moment in the customer life cycle via preferred customer touchpoints,” and identifies Pegasystems as one a leader in this very diversified pack.
Download this Forrester Wave report to

Read Forrester's inaugural Wave for Digital Intelligence Platforms to see why Adobe is the only leader. Forrester assesses 15 capabilities needed to develop a holistic understanding of customers across digital touchpoints.

"In today’s intensely competitive marketplace, the business world is moving rapidly to online transactions from inefficient, costly, paper-based processes. Furthermore, consumers expect to be able to interact digitally anytime, anyplace, so providing easily accessible digital touchpoints is also critical to successfully keeping and retaining your customers.
No matter the size or type of business you’re in, you want to save money and increase revenue. And you want to make it all easy. Electronic signatures are a powerful way to accomplish all that.
Read the report to learn how leading companies across industries are improving critical business processes using eSignatures to achieve:
- Greater customer satisfaction
- Higher close rates and productivity
- Lower costs, greater efficiency
- Improved time to revenue
- Compliance and security-risk mitigation"

If only there was a whitepaper that could explain how digitalization is changing the retail landscape while advising retailers on how they can embrace this driving force to excel in the industry.
Here at T-Systems, we have produced a whitepaper that provides a detailed look into what is required for your retail business to succeed in the digital age. Our ‘Shaping Retail’s Future, Understanding & Delighting Customers in The Digital Era’ provides you with the means to safely navigate and prosper from the effect that digitization is having upon the industry.
In a retail world that demands engaging with an ever more sophisticated level of consumer, those whom exhibit less brand loyalty year-on-year – the window for error has become decisively small.
Our whitepaper enables your business to identify your digital needs for more effective retail operations by asking critical questions to reveal and plug your capability gaps. We examine the importance of developing the right omnichannel strateg

Customer insights professionals face the challenging task of delivering contextually relevant experiences across the customer life cycle. They need to work with their business technology counterparts to integrate enterprise marketing technologies that manage customer data, provide real-time analytics and insights, and automate cross-channel interactions. Here is where Real-Time Interaction Management (RTIM) is critical, according to The Forrester Wave™: Real-Time Interaction Management, Q3 2015 report, which identified the 11 most significant technology providers in this space across 35 criteria. Forrester defines RTIM as “Enterprise marketing technology that delivers contextually relevant experiences, value, and utility at the appropriate moment in the customer life cycle via preferred customer touchpoints,” and identifies Pegasystems as one a leader in this very diversified pack.
Download this Forrester Wave report to discover how well each vendor fulfills Forrester’s criteria an

This paper examines the growing relationship between customer experience, loyalty, and repeat sales – and presents actionable strategies for creating encounters based on seamless dialogue across multiple touchpoints. It combines inspiring examples and best practice insights to demonstrate how the customer experience can pave the way for a profitable brand with a clear and unwavering narrative. Most importantly, it offers a blueprint for companies who know that making customer experience intrinsic to brand strategy is the first phase of future-proofing a business and facilitating unencumbered growth.

We live in the age of the consumer.
Across touchpoints, customer expectations for digital interactions and brand experiences are evolving. Today, it is critical for organizations to deliver high-performing, personalized encounters across the customer journey.
To drive innovation and stay competitive, organizations need to reorient towards the customer—which means being able to understand their needs, adapt to their expectations, and quickly make improvements. But pinpointing where to make iterations across your tactics and digital entities like websites and landing pages can be a difficult task—especially in today’s multi-touch environment.

Cloud-first, mobile-first organizations are seeing huge benefits from taking a more distributed approach to IT. Business units are given more freedom to evaluate and select SaaS applications that will enable efficiency and growth. Users are given more freedom to use the devices that make them the most productive.
When this trend started, most IT organizations were able to implement some basic, manual processes to administer and govern IT in this best-of-breed distributed environment. However, as the number of touchpoints increases, IT needs to automate to keep pace.
This paper goes into more detail on the top 5 reasons to automate identity lifecycle and identity administration and build a solid foundation for future cloud-first, mobile-first IT.

Traditional organizations across the globe are transforming to compete against digital-only players, in restructuring to put the customer first. The world’s buying behavior - and people’s behavior in relation to technology - is quickly changing in connection with online distribution channels, smart devices, and their interplay with offline touchpoints. Siloed business systems and their old reporting lines need to shift, and synchronize - fast.

Wholly relevant and personalized customer service is no longer an optional preference, so much as an inevitable reality. Through the right data management technology, marketers can pave the way for their customers to reach the right ticket for their chosen journey, through the channels they prefer, in a way which means something to them in that particular moment.
Airlines don’t have to make use of beacon technology and IoT to begin uplifting their outreach, but should choose a solution which is ready as soon as they are, to plug into, embrace and deliver actions with a shifting landscape of consumer touchpoints.

It’s not a pipe dream. Here’s how marketers can connect with customers and prospects wherever they are, with Intelligent Orchestration of data, across marketing technologies and touchpoints. These customer journeys are not visions for 2020, but attainable right now - across the digital world, and the real world: and everywhere in-between.

Are automakers re-inventing the wheel with every new navigation program without creating user value? Users movement towards free mobile apps that mirror to in-dash screens may be the symptom of a negative cost-benefit perception.
But the automotive industry has an opportunity to change these market dynamics. By delivering compelling experiences that leverage their core advantages, OEMs can create touchpoints for recurring revenue streams from the IVI.
This white paper from ABI Research discusses the state of the connected navigation market, the challenges OEMs face, the industry paradigms blocking OEMs from creating customer value, and the advantages OEMs could leverage.

Cloud-first, mobile-first organizations are seeing huge benefits from taking a more distributed approach to IT. Business units are given more freedom to evaluate and select SaaS applications that will enable efficiency and growth. Users are given more freedom to use the devices that make them the most productive.
When this trend started, most IT organizations were able to implement some basic, manual processes to administer and govern IT in this best-of-breed distributed environment. However, as the number of touchpoints increases, IT needs to automate to keep pace.
This paper goes into more detail on the top 5 reasons to automate identity lifecycle and identity administration and build a solid foundation for future cloud-first, mobile-first IT.

When people engage via digital touchpoints with your organization, they may forge seemingly random, winding paths along their journeys. Yet, no matter how many channels or interactions are involved, for the customer it is a single experience.

Most companies have a few people who are testers and optimizers by nature, interest, or experience. But what really moves the dial is when everyone in the company embraces a test-and-learn approach to improving the customer experience across all touchpoints.
Why is the test-and-learn approach so effective? When you test everything, your team values data over opinions. Everyone keeps learning — even from failures. The results? More visitors, more sales, happier customers, and a healthier bottom line.
To help you get there, this guide provides insights on:
What constitutes a culture of growth and optimization
Tips for building that culture in your own company
Lessons from marketing leaders who embrace the test-and-learn approach

People control their own consumer journeys. Consumers expect a borderless world in which they roam freely between a brand’s social media channels, email campaigns, blogs and e-commerce site, effortlessly buying things that catch their eye. It’s led to a sporadic, personalized shopping journey that frequently begins on digital touchpoints that weren’t built for commerce.
That’s made it increasingly complex for brands hoping to meet customers’ needs and measure the results of their marketing strategies.
At the center of this new customer-driven revolution is visual content. Images and videos play starring roles in the decisionmaking process, and provide consumers with a whole new level of inspiration and knowledge. Every picture and video clip is now the entrance to a digital storefront, meaning brands can use them to drive not only engagement but revenue.

Cloud-first, mobile-first organizations are seeing huge benefits from taking a more distributed approach to IT. Business units are given more freedom to evaluate and select SaaS applications that will enable efficiency and growth. Users are given more freedom to use the devices that make them the most productive.
When this trend started, most IT organizations were able to implement some basic, manual processes to administer and govern IT in this best-of-breed distributed environment. However, as the number of touchpoints increases, IT needs to automate to keep pace.
This paper goes into more detail on the top 5 reasons to automate identity lifecycle and identity administration and build a solid foundation for future cloud-first, mobile-first IT.

Modern contact centers support a variety of digital channels—email, chat, co-browsing, social, video—over multiple digital touchpoints (web or mobile devices). What they lack is the ability to link interactions in a step-by-step journey to provide a personal, contextual experience for each customer.
Download this eBook. Learn how you can:
• Design a successful digital customer engagement strategy
• Provide agents with a 360-degree view of the customer across all digital channels and voice
• Deliver omnichannel experiences that are personalized, context-based, and low-effort

Internet-of-things (IoT) is increasing in excitement across all industries as they look to provide innovation in their product and services, and monitor risks and costs in their business operations. But IoT is not a single technology. It is an ecosystem of human and non-human touchpoints that span across multiple technologies. This creates a dynamic and complex environment that is difficult to see and manage in scope.
The traditional monitoring approach of watching dashboards, responding to alerts, and manually analyzing doesn’t work anymore. Today’s hyper-dynamic, highly distributed IoT application environments have become way too complex and move too quickly. The volume, velocity, and variety of information is simply more than humans can keep up with using traditional tools.